Shipping policy

Shipping Policy and Rates

Shipping from the United States of America to local and international customers.

Rates can be calculated according to weight and order amount by visiting the cart and then checkout page.

Orders over $99 qualify for free UPS standard shipping, within the US only.

Orders placed with us will be fulfilled within 1 to 2 business days. Delays may occur depending on the volume we experience. This is especially true during sales and around the winter holidays.

Once packages leave our warehouse, it is not in our control how fast it will get to you from there regardless of shipping option chosen. The shipping times shown are estimates, not guarantees. Refunds will not be given under these circumstances. 

Domestic Services

USPS First Class - Standard service from United States Postal Service. Delivery within 2- 3 weeks average.

USPS Priority Mail - Expedited service from United States Postal Service. Delivery within 1 week average. 

UPS Standard - Known as Mail Innovations. This service combines UPS and USPS. UPS handles the package until it reaches your state of residence. It is then passed off to USPS for local delivery. All claims and tracking is handled through UPS during the entire process. Delivery within 5 - 7 days average. 

UPS Ground - Expedited service from UPS. Delivery within 3 - 4 days average. 

UPS Next Day and 2nd Day Air - Super expedited service from UPS. Delivery within 1 - 2 days. 

Pickup Policy

If you chose to do a local pickup from our warehouse, you will notified when your order is ready for pickup. Please ignore any additional emails that state "Your order has been shipped"

Pick-up orders are processed the same as regular shipping orders. Allow 1 to 2 days for your order to be fulfilled.  Delays may occur depending on the volume we experience. This is especially true during sales and around the winter holidays.

You may pickup your order between the operating hours of 9:00am - 3:30pm Monday - Friday, excluding some holidays. We cannot not do pickups on the weekend.

If you will be unable to pickup your order in this timeframe, you will need to have your order delivered. Any orders not picked up within 10 business days, will be cancelled/refunded. 

Our pickup location will be outside our office door:

519 Davisville Road
Unit 102
Willow Grove PA, 19090

Please note we are not a retail storefront, and we do not allow customers into our operation. Your respectful cooperation is greatly appreciated. 

If you have any questions regarding pickups, please reach out to support@handheldlegend.com

Shipping Insurance

Route Package Protection is a cost effective way to ensure your order is protected. At checkout you are automatically opted in to Route. By opting out of shipping protection from Route, you acknowledge that Hand Held Legend is not liable for lost, damaged or stolen shipments.

Look over the Route Package Protection Timelines to file a claim on time and properly. It is up to the customer to file a claim during the time frames given.

Duties, VAT, and other Taxes

Products and shipping options do not include international taxes, duties, VAT or other fees as regulated by foreign governments. We take no responsibility for customs/import charges. If you are unaware of the currently policy for your state of residence, please contact your local customs office.

Customers who do not wish to pay customs fees for any reason after your order has been shipped, cannot be refunded or replaced as the items may not be sent back. Shipping companies may dispose of packages in these scenarios.

By ordering you agree to accept any import or customs charges for your order. 

Refusal of Package or Undeliverable Package

If a package is refused for delivery by the customer for any reason (including refusal to pay customs fees), this package could potentially be disposed of by the shipping company. If a package has been deemed as 'Undeliverable' by the shipping company for any reason, including the customer entering in an address incorrectly, this may also result in the package being disposed of by the shipping company. In this scenario, we will honor up to a 50% refund or replacement of items. 

Shipping Lithium Ion Batteries

We ship lithium ion batteries internationally, however we do NOT ship them via DHL.  Purchases made containing this type of battery will be shipped by a third party international supplier.

Domestic orders are eligible for lithium ion battery shipment as they are packed with equipment and abide by US shipping law.

Notice of Delivery

Orders that have been marked "delivered" or "delivery attempted" or other phrases that maintain the same meaning as those prior, are considered complete. If you are still missing your order, please contact your local post or customs office, check with a neighbor for a delivery address mistake or your security cameras for theft.

If you have Route Package Protection on your order, please file a claim with them as per their timeline and guidelines for this situation. It is up to the customer to file a claim during the time frames given.

Anyone can state that their package has not been delivered even if is has. The majority of our customers are trustworthy but some are not and tracking information is the only we can ensure receipt of our shipments.

IPA shipments via international mail, do not come with tracking information for the last mile delivery. Please consider purchasing insurance for these package as they are not 100% secure due to foreign policy agreements.

Name or Address Error

If an address has been entered incorrectly by you and your order has been fulfilled by our shipping team, we are unable to refund/replace the package. Please contact the shipping company to perform a package intercept or attempt to change the address. If you are unsuccessful in this, we can only refund you or send out the package again once it has been returned to us. We are not responsible for if/when this package may arrive back and we will be unable to cover re-shipment costs.

Messages sent to our support email for name or address changes may not be see by the time the order is fulfilled. If you need to change the address or name on your order, please cancel/edit your order by following this guide. 

My package was stolen! What now? 

If you purchased shipping/order insurance through Route, please file a claim here.

Hand Held Legend is not responsible for packages that have been marked as "delivered" or "attempted for delivery". Please make arrangements to be present for your delivery or provide a secure place to deliver them.

If you have Route Package Protection on your order, please file a claim with them as per their timeline and guidelines for this situation. It is up to the customer to file a claim during the time frames given.

Can you declare a lower value on international customs forms?

No. We are legally required to provide an unaltered purchase amount and invoice according to your countries import laws. Changing prices is illegal.